Coronavirus (COVID-19) update: As lockdown restrictions begin to ease, we’re now able to safely restart our connections activity in line with the latest UK and Scottish Government advice.
We’re in the process of replanning all the projects that were paused during lockdown. It will take a few months for us to get back to normal timescales while we catch up with all the connections activity that’s been on hold since March. Before we restart any activities, we will carry out extensive risk assessments to ensure we’re able to do the work while meeting all current coronavirus safety guidelines.
We’re keen to replan the projects that were paused during the pandemic first, before planning any new projects. If your project was postponed, we’ll be in touch by the end of July to replan your work and you don’t need to contact us.
Until mid-July, we’ve not been able to start replanning or carrying out any connections work in Scotland that involves us working inside a property in keeping with Scottish Government advice. If your paused project involved us working indoors at your property in Scotland, we’ll contact you by the middle of August to replan your work.
You can continue to request, accept and pay for new connection quotes now, but it will take longer than usual for your work to be planned. You’ll hear from your dedicated account manager within 20 working days of accepting your quote to plan a date for your new connection or alteration.
We’re doing our best to replan and carry out everyone’s connections as soon as safely possible and we appreciate your patience.
All the information you need about how to connect a home to our network or move a gas meter.
Household customers: Every job is different, but the average time from planning to work starting is usually six to eight weeks.
Once we’ve processed your documents and received payment, our nearest office will telephone you within seven working days to discuss the details of your work and to arrange a start date.
You can tell us about any urgency or special requirements at this point. We’ll try and finish the job within two working days, and restore any areas of your property that we’ve disturbed within five working days wherever possible.